eServices Management Analyst 3

LOOKING FOR ONLY CURRENT ARIZONA RESIDENTS.THIS IS NOT A .NET POSITIONPosition is primarily remote with occasional in office days required.SOAZ-Req # 10006- Phoenix, AZ - AZDOR - e-Services Management Analyst 3 (Remote)Location: Phoenix, AZ 85007Closing Date & Time: 3/2/2026@ 2 PMRequired SkillsMinimum of three (3) years management analysis experienceOne of more year or more of experience in tax-related service and administrationExperience with Customer Service/Technical Support - internal, external, and third-party customersPreferred SkillsBachelor’s degree in business, computer information systems, or related fieldExtensive Markup Language (XML) experienceQA Testing ExperienceSQL - MS SQL Server Management Studio (Database Mgmt Systems) experienceAzure DevOps ExperienceJob Description:The eServices Management Analyst 3 conducts analyses of Taxpayer Services eServicesprograms, services, policies, procedures and processes to identify and eliminate nonvalue-added process steps to improve operational effectiveness and efficiency; and engages with the team in overall continuous improvement efforts for the division. Serves as a liaison between ADOR’s Information Technology Section and both software vendors and internal business users. Engages with internal and external customers to provide support, and with vendors to assist with routine to moderately-complex inquiries. Compiles regular reports. May perform difficult, complex, and/or specialized management studies, and plan or coordinate projects.Required Skills Extensible Markup Language (XML) - Altova XMLSpy Analysis of business programs, services, policies and systems SQL - MS SQL Server Management Studio (Database Mgmt Systems) Azure DevOps Quality Assurance testing Ability to understand and solve problems by applying intermediate analytical skills to include collecting all the relevant information and data needed to address the problem; organizing, classifyingand synthesizing the data into fundamental issues; from the information, identifying the most probablecauses of the problem; reducing the information down into manageable components; identifying thelogical outcomes from the analyses of the data collected; and, identifying the options and solutions foraddressing the problems analyzed.Knowledge/Understanding Knowledge of principles and practices of public administration with emphasis on effective planning, organization, and management; Knowledge of contemporary business methods, procedures, and practices; Knowledge of the principles and techniques of automated information systems analysis, design, modification, and implementation; principles, research methods and reporting techniques used in administrative studies Knowledge of operational/programmatic structures, applicable legislation, rules, regulations, standards, policies, procedures, resources and priorities Skills Effective verbal, written, and listening communication skills? Effective organization and time management skills with the ability to manage multiple projects simultaneously and work in high-pressure situations Effective interpersonal skills and demeanor Proficient in the use of a PC in a Windows environment; in the use of the Internet; in the use of MS Office Applications such as Outlook, Word and Excel, PowerPoint; and in the use of Google Suite applications such as Gmail, Sheets, Docs, and Drive. Requirements: Business/Management analysis of eServices programs, services, policies, procedures and processes. (From a business perspective, with limited exposure to IT development/support activity; Business Analysts rather than Data/IT Analysts) One or more years experience in tax related service, administration; government, public, or regulatory compliance; accounting Experience with Customer Service/Technical Support - internal, external, and third-party customers (XML, QA Testing, SQL, and Azure DevOps preferred but not required)AnalysisApplying current, relevant management analysis concepts and guidelines, conducts analysis of eServicesprograms, services, policies, procedures and processes to prepare and tailor plans/individualizedapproaches to resolve the program issues to include:● Planning and conducting analyses of problems and opportunities for improvement● Defining needs by gathering information via conferring with agency staff/outside entities● Evaluating existing and proposed administrative policies, procedures, systems and practices, anddesigning and modifying automated and manual systems for specific applications●Studying special administrative problems● Developing and conducting surveys, compiling information, documenting and analyzing findings,preparing comprehensive reports, and developing recommendations for change● Presenting recommendations to management and coordinating implementation of processimprovements and systemsTechnical Expertise & Support● Engages with external vendors providing assistance and guidance regarding moderately-complexinquiries and issues● Provides technical expertise in computer information systems and databases; and guidance to theeServices Team by planning, developing, directing, reviewing, and participating in the activities of a teamconducting special projects● Provides technical assistance/helpdesk services to internal customers, troubleshooting customerconcerns/problems and providing consultation as neededAgency/Department Compliance & Continuous Improvement● Remains current on all laws, regulations, policies, and best practices related to taxation throughregular engagement in activities such as: self-directed research, conferring with other practitioners andtechnical experts; subscriptions to regulatory/legal/industry newsletters and briefs; membershipindustry associations and attendance at meetings/events; and or participation in training and othercontinuing education opportunities.● Studies policies, procedures, systems, practices, operations and organizational structures to devise themost effective and efficient methods of accomplishing work● Actively contributes to team and individual effectiveness through the following:○ Attends staff meetings and huddles of work unit or district; and may cascade and trackinformation as indicated○ Completes all required training in a timely manner.○ Participates in assigned work teams as appropriate.○ May complete periodic metrics, projects, huddle boards and reports as requested.○ Prepares for and actively participates in 1:1 coaching with supervisor● Maximizes work processes and deliverables through lean principles within theArizona ManagementSystem (AMS); provides recommendations for process improvement, and engages in continuousimprovement efforts as assigned to include:○ Developing goals, objectives, and procedures to be followed to conduct studies and effectivelycarry out program activities effectively○ Evaluating the relevance of existing management analysis concepts and guidelines thatsupport the unit’s ability to prepare and tailor plans or individualized approaches to resolve difficult,complex, and specialized management and/or program issues.○ Developing and maintaining up-to-date, complete functional/operational manuals foreServices unit which outline established methods of performing work in accordance with organizationpolicy○ Developing training materials, providing training, and conducting effective reviews to ensuresystems are applied and functioning as designed

Created: 2026-03-04